Head of retail experience and design

Country: United States of America

Your Journey Starts Here

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make

As the Head of Retail Experience and Design you will lead and execute Santander’s retail experience strategy and format design. The successful candidate will help to design transformative customer experiences in physical locations that leverage digital innovation, as part of the bank’s broader omni-channel strategy. This role will require close collaboration with Marketing, Network Planning and Real Estate execution teams. The Head of Retail Experience and Design will have a high level of creativity, use data and research to guide decision-making, and ensure that our in-person touchpoints result in exceptional customer experience. They will work with both internal design personnel as well as third-party creative agencies, design firms and contractors to support end-to-end implementation of physical spaces.

• Develops, analyzes, implements and oversees short-term and long-term strategic business processes and plans to increase operational efficiency, meet strategic vision and achieve financial goals.
• Develops, presents and implements business case recommendations and tactical/operational strategies based on analysis of global and industry trends, company objectives and key stakeholders.
• Manages, identifies and develops strategic partnerships with business functions, management, and other internal/external stakeholders.
• Compiles, documents, communicates and verifies information according to established procedures.
• Conducts business continuity planning in order to assure that essential company functions can operate during and following major disruptive events.
• Identifies and drives execution of physical distribution experience and design concepts within existing or untapped markets.
• Gathers market intelligence from other markets and industries and develops recommendations for physical location design and in-branch experience.
• Uses knowledge of markets, market dynamics and transaction detail to determine demand, future trends and implication of those factors on network distribution strategy.
• Drives the design strategy for our physical locations.
• Ensures strategy is informed by market dynamics, competitive considerations and the bank's overall strategic objectives.
• Uses customer-centered approach / human-centered design to support branch innovation.
• Works with both internal (local and global) and external business partners to ensure key organizational objectives are met.
• Helps manage and support end-to-end project execution.
  
  

What You Bring

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor’s degree or equivalent work experience: Architecture and/or design fields - Required

10+ years - Required

Retail Banking And/or Other Retail Industry Experience - Preferred

Experience working on the interaction of digital with physical distribution - Preferred

Experience Working Within Complex Global Organizations - Preferred

• Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures
• Confident executive-level communications, both written and verbal
• Ability to analyze information and to evaluate the implications of a course of action or solution
• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Able to clearly define problems, collect data, establish facts and draw valid conclusions
• Ability to evaluate trends in data or information
• Strong relationship management skills with internal clients (e.g., management, peers and colleagues) and proven ability to work collaboratively across local and global teams and influence outcomes without directing or commanding
• Ability to identify and recommend processes improvements
• Excellent project management and organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail, to support fast and effective decision-making
• Sound judgment and discretion regarding confidential information
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Successfully completes regulatory and job training requirements
• Ability to design and develop solutions aligned to strategic plans
  
  

Certifications

No Certifications listed for this job.

It Would Be Nice For You To Have

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

What Else You Need To Know

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range

Minimum

$112,500.00 USD

Maximum

$190,000.00 USD

Link To Santander Benefits

Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com)

Risk Culture

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next

If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at [email protected] to discuss your needs.

Primary Location: Boston, MA, State Street-Corp

Other Locations: Massachusetts-Boston,New York-New York,Florida-Coconut Grove

Organization: Santander Bank N.A.

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO